Field Office Technician, Junior - Secret Clearance

Field Office Technician, Junior - Secret Clearance

On-site in Kansas City, MO

The Field Office Technician, Junior provides frontline, on-site technical support for personal computer hardware, software, peripherals and related end-user technology in a federal IT environment. The role responds to routine user requests, diagnoses common technical issues, performs basic equipment setup and repair, and helps ensure field-office users can effectively access and use their technology. Working under the direction of a computer support supervisor, the technician documents incidents and resolutions, escalates issues that need advanced support, and works with the team to keep IT service responsive and customer-focused. Travel up to 10%.

Responsibilities:

• Install, configure, modify and repair basic personal computer hardware, software, peripheral equipment, operating systems, cables and related end-user technology to approved specifications.
• Provide on-site technical support to field-office users by phone, email and in person; respond promptly to routine hardware, software, peripheral and system-operation requests.
• Diagnose common hardware, software, operating system, peripheral and user-related problems, and recommend or perform the appropriate fix using established procedures.
• Set up equipment for employee use, including cables, operating systems, software and other approved components.
• Keep accurate records of support requests, installations, technical issues and the actions taken to resolve them.
• Escalate unresolved, complex or vendor-related issues to the appropriate technician, support tier, supervisor or vendor.
• Collaborate with IT support team members to resolve user issues, share knowledge and improve field-office support and customer service.
• Maintain current working knowledge of assigned hardware, software and support procedures.

Requirements:

• High school diploma or equivalent.
• One to two years of technical support, computer support, help desk, desktop support or related IT experience.
• Working knowledge of personal computers, common peripheral devices and assigned hardware and software products.
• Ability to follow established installation, configuration, troubleshooting, documentation and escalation procedures.
• Clear, professional written and verbal communication and strong customer-service skills.
• Current Secret security clearance.
• Security+ certification.
• U.S. citizenship required.
• Ability to work on site in Kansas City, MO (no telework) and travel locally or regionally up to 10% of the time.

Preferred:

• Technical or trade school training in information technology, computer support, electronics or a related discipline.
• Desktop, endpoint, help desk, walk-up or field-office support experience in a federal or enterprise IT environment.
• Familiarity with Microsoft Windows, Microsoft 365, basic device configuration and peripheral troubleshooting.
• Experience documenting incidents, service requests and resolutions in a ticketing or knowledge-management system.

Compensation: $21.20 - $27.55 per hour

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